They are answered by the XTRF community and our experts
I thought I should start this topic since I have seen several other people in various threads unhappy with both the number of bugs introduced in new versions as well as the time it takes to fix these.
The purpose here is not to vent our frustrations about the various issues, but to see if people agree both that there are serious problems with the bugs as well as propose ways to better address these in the future.
For example, my main problems/issues with the process are:
- Obviously, lack of testing before a version is released
- There is not a "current list of bugs" for each version available here or anywhere else, which means we are wasting time double checking if something is indeed a bug, creating tickets, providing documentation, ways to replicate, etc., while someone else has done that already. A simple "I am experiencing this same bug" button would work better and save time both for us, as well as XTRF who have to go through multiple tickets for the same bug.
- Resolving tickets seems to take forever. Major bugs should be resolved quickly, but sometimes we need to wait for months(!) before a fix is available
- On a number of occasions, support staff has misunderstood the ticket (although it was very clearly explained, with screenshots, steps to reproduce, etc.) which meant at least a couple of wasted weeks before they got on the right track to addressing the actual issue
- The way of contacting support is unproductive. We send a ticket, they reply a couple of days later with a question, we reply immediately, they reply a couple of days later with another question. Things which would have been resolved in no time if there was direct communication (chat, skype, video call, anything), take days or weeks
What do you think? Do you experience these issues as well? Do you have any more to add? Any ideas on how to improve things?
First of all, I just want to say that I understand your frustration. I'm a user or various systems, IT tools and applications as well. Every once in a while my phone OS forcesme to update and instead of a thrill about new features, I feel the fear of what will be broken ;)
Ok, I'm exaggerating a bit :) And I'm not writing this to make any excuses, I just want to notice the fact that issues and bugs in the IT systems are not XTRF unique feature.
We're continuously working on improving the quality of the system.
Regarding the points from Alexandros post:
Ad.1 I'm afraid that's not true.
Every single improvement in the production cycle is tested in reference to the usage story and its specifications. The issues we find at that stage are fixed before the release. Additionally, before releasing every new system version we carry out the stabilization of the system. It is time when we execute several hundred manuals and several hundred automatic regression tests on the version that is about to be released.
Unfortunatelly it this does not ensure the complete absence of errors because it's hard to predict all possibilities and scenarios. But again we're doing our best, our tests database grows continuously as we add new test scenarios. We're working on making more and more test automatic which would make it more reliabe and would shorten the stabilization time (quicker release).
Ad.2 At first glance it might look like a valuable feature, but ... First of all, in most cases description of an issue requires examples of steps to reproduce etc. that means client sensitive data which we simply can't publish. Wasting time to rewrite and anonymize the description of the tickets issued by our clients is probably the last thing you'd like for us to do.
Please trust on this to a person who spends several years digging through the list of current and resolved issues to find if the issue I'm experiencing was already reported or at least there was something similar reported by someone else in the past.
The XTRF support might look for you like not the best but actually is the most optimal way in this case.
Ad 3. All issues reported have their priority before we can fix the Major we need to take care of the Criticals and Blockers. Aside from that, it's hard to predict if an issue is easy to solve. One issue can be easy to fix and it takes few hours while some other more complicated.
Ad 4. This is something wre're continously working on with internal and external support staff trainings.
Ad 5. I'm sorry if it feels like it takes ages to get a reply from the service desk. We're doing our best to make it shorter.
I see more acticity on user echo now than 1 year ago. We were told that version 9 would be arouns user echo suggestions.
Still, the most upvoted request have the "suggestion" status.
If none of them get's the status "planned" or something people will stop sending in suggestions.
Personnally I'm not very motivated on posting a lot of development ideas because of this reason.
Where can we post suggestions for future XTRF webinars? We appreciate the newsletter feeds and videos prepared by XTRF. Personally, we would be very interested in the following topics, particularly for webinars with an interactive Q&A:
- Best practices for Smart Projects
- Use of API to boost productivity
- Use of macros to boost productivity
I am sure other users would be happy to add a few topics to the list.
The new Add-on for google sheets is great, especially the auto refresh that is supposed to refresh the sheet every hour. Unfortunately, I have found that it does not refresh every hour and I have to manually refresh it. For example, I went into my sheet today 7/11/2018 and it had not refreshed since 7/9/2018. Is there a solution to this?
If I could close and reopen my tickets without having to tell someone to do it for me, it would save a lot of time and emails.
Thank you for this suggestion, Angelo, I am marking this as a Service Desk Improvement Idea and will take this into consideration during our periodic process review.
Is there a way of tracking the progress of jobs (either as a progress bar or just as a percentage display), so we can see at what stage each project is ?(if it has been started and what percentage of the job has been completed).
If not, is there a way to alert the PMs in 50% of the scheduled time has passed and the vendor hasn't completed 50% of the job?
Unfortunately I can't make it to the Summit, and I have noticed that I'm not the only one, so I was wondering if you were planning on recording the sessions to make them available to users afterwards.
The topics include things that I would gladly learn more about, so it would be very nice if these sessions could somehow be shared with the pitiful souls like me that won't be there in person.
I have been asked to carry out the Friday presentation about "Everyday Risk Management - Data and Business Continuity" at XTRF Summit.
I'm a maintenance manager at XTRF, responsible for our Cloud infrastructure and ISO 27001 compliance. I though that instead of sharing our "success story", as it is often done on such events, I could address your actual issues.
Do you have any questions for me? Are there any particular issues related to this topic that I should discuss? What would you like to hear about?
concerning third-party integration, I see that XTRF is currently compatible with QuickBooks, etc.
Would an integration with ZOHO CRM be possible? What would be needed, for that to be implemented?
As some of you may already know, XTRF Summit will take place September 5-6 in Kraków, Poland. Please visit https://summit.xtrf.eu/ for more information regarding the Summit itself (we'll be happy to answer on UserEcho as well if you have any questions regarding the event or you can use dedicated email address: email@example.com).
We know that there're people in our Community who code - we've seen amazing things build around XTRF by either you or the developers working with you. We're wondering if there would be any interest in fun-and-learn hackathon with our dev team a day before the main event (4th of September).
Please let us know if you'd like to visit our office and hack together something cool - write a comment below if you're in!
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